About Company
First Bank of Nigeria Plc, a subsidiary of FBN Holdings Plc, is Nigeria’s premier and most valuable banking brand, and the leading financial services institution in the country. With a rich history spanning over 130 years, First Bank has consistently supported the growth of the Nigerian economy by providing a wide range of innovative financial solutions to individuals, small and medium-sized enterprises (SMEs), large corporate organizations, and governmental bodies across Africa and beyond. Our extensive network of over 700 business locations, including a prominent branch presence in Funtua, Katsina, ensures that we are always close to our customers, delivering convenient, reliable, and secure banking services. We are deeply committed to putting our customers first, fostering a culture of innovation, and empowering our employees to achieve their full potential. We believe in continuous learning and professional development, enabling our team members to contribute meaningfully to the bank’s enduring legacy of excellence and unparalleled customer satisfaction. Join us in our unwavering mission to be the bank of first choice, consistently delivering exceptional value and world-class service.
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Job Description
Are you a highly motivated, empathetic, and customer-focused individual eager to kickstart a rewarding career in the vibrant financial services industry? First Bank of Nigeria Plc is actively seeking enthusiastic and dedicated Call Center Agents to join our dynamic and supportive customer support team located in Funtua, Katsina. This entry-level position presents an excellent opportunity for individuals eager to learn, grow professionally, and make a significant, positive impact on our customers’ daily banking experience. As a Call Center Agent, you will serve as the crucial first point of contact for our valued customers, providing exceptional service by promptly and effectively addressing a wide array of inquiries, expertly resolving diverse issues, and offering comprehensive support regarding our extensive range of banking products and digital services. You will play an indispensable role in upholding First Bank’s esteemed reputation for reliability, trust, and unwavering customer-centricity, meticulously ensuring that every interaction is not only positive and efficient but also leaves a lasting impression of professionalism and care. We are specifically looking for candidates who possess excellent verbal and written communication skills, a genuine desire to help others, and the inherent ability to thrive and maintain composure in a dynamic, sometimes fast-paced, customer service environment. Comprehensive and structured training will be meticulously provided to fully equip you with all the essential knowledge, practical tools, and confidence necessary to excel and succeed spectacularly in this vital role. This is indeed an outstanding opportunity to build a solid and enduring foundation in professional customer service within a leading financial institution and embark on a truly rewarding and progressive career path.
Key Responsibilities
- Answer inbound calls promptly and professionally, providing accurate information and solutions to customer inquiries.
- Address and resolve customer complaints and issues effectively and efficiently, escalating complex cases to appropriate departments when necessary.
- Document all customer interactions accurately and comprehensively in the customer relationship management (CRM) system.
- Educate customers on First Bank’s products, services, and digital channels, identifying opportunities for cross-selling or up-selling where appropriate.
- Maintain a high level of product and service knowledge to ensure consistent and reliable customer support.
- Adhere strictly to all banking policies, procedures, and regulatory requirements, ensuring data privacy and security.
- Collaborate with team members and other departments to ensure seamless customer service delivery.
- Participate in ongoing training and development programs to enhance skills and knowledge.
- Achieve individual and team performance targets, including call quality, resolution time, and customer satisfaction scores.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and problem-solving abilities.
- Basic computer literacy and ability to navigate multiple systems simultaneously.
- High degree of empathy, patience, and a positive customer service attitude.
- Ability to work effectively in a team-oriented and fast-paced environment.
- Strong organizational skills and attention to detail.
- Ability to handle stressful situations and difficult customers with professionalism.
Preferred Qualifications
- Minimum of an Ordinary National Diploma (OND) or Higher National Diploma (HND) in any discipline.
- Fluency in Hausa (spoken and written) is a significant advantage.
- Previous experience in a customer service role (even informal or volunteer) is a plus.
- Familiarity with banking operations or financial services.
Perks & Benefits
- Competitive entry-level salary.
- Comprehensive health and wellness benefits.
- Extensive training and professional development opportunities.
- Clear career progression paths within a leading financial institution.
- Supportive and collaborative work environment.
- Paid time off and holidays.
- Employee banking benefits.
How to Apply
Interested candidates who meet the requirements are encouraged to apply by clicking on the application link below. Please ensure your resume is updated and highlights your communication skills and customer-centric approach.
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